contact center best practices to improve customer experience
  • Arun Chaudhary
  • Last Updated: 28 Sep 22
  • 9 min read

Contact Center Best Practices to Improve Customer Experience

  • Arun Chaudhary
  • Last Updated: 28 Sep 22
  • 9 min read

Customer experience is in vogue, and it’s not hard to see why. According to Forbes, “Customer experience is today’s business benchmark.”

The quote is becoming the new norm for brands as it reflects the importance of the experiences that modern-day businesses deliver to their customers.

Every company in the world is changing the face of their business landscape due to technology, and a contact center concept that has been around for years is evolving to meet the needs of consumers.

Increasingly, businesses are concerned about how to improve customer experience as it has become one of the crucial differentiators for any brand.

Every business needs to understand that an excellent customer experience focuses on their targeted customer’s perceptions and needs, not the business.

Customers expect you to understand their needs at every stage of the customer experience life cycle, as well as their interactions with your company and the issues they face. Failure to understand these key aspects results in negative customer experiences, which directly impact revenue.

Several studies have shown that 71% of customers would consider switching to a competitor if their query had to be repeated with more than one contact center agent. They also found that 32% of customers would go to a competitor immediately if the business did not meet their expectations for response time.

Moreover, customers are likely to abandon the brand they love after just one below par experience. This sums up why customer experience management is a top priority for contact centers.

Why should you focus on improving customer experience?

According to studies, customers who have positive customer experiences are more likely to stay loyal. And the more loyal your customers are, the more likely they are to repurchase. In addition, it also increases the likelihood of spreading your company’s culture and values by them.

It’s as clear as crystal that improving your customer experience could have a significant impact on your bottom line.

In fact, a moderate improvement in customer experience generates an average of $823 million in annual revenue increase over three years in a company with $1 billion in annual revenue, according to Temkin Group.

To sum up, the value of focusing on improving customer experience is high because of the following reason;

1. Customer Loyalty

Good customer service not only positively impacts revenue but also increases customer loyalty. The behaviors that are associated with loyal customers make them ideal customers for any business.

2. Client Retention

There are reports that suggest 85% of customer churn can be prevented with improved customer experience. The customer support issues are reduced significantly with an increase in customer experience. Customers who are pleased with a brand prefer to be associated with it for a lifetime.

3. Sales Conversion

Customers having the best experience with a company are likely to spend 140% more as compared to those who have a bad experience. Customer lifetime value is higher when a brand provides a satisfying experience.

10 Best Contact Center Practices Improving Customer Experience

Since organizations are making it easier to onboard new customers, it’s more important than ever to ensure there are no reasons for customers to churn.

Below you’ll learn call center customer experience best practices to improve the overall customer experience.

1. Know Who Your Customers Are

Knowing your customers and understanding their specific needs is the best way to improve your customer experience.

Customer needs are not the same for all, and you will find a variety of customers contacting your contact center – each with his or her own desires and expectations.

Consider how your customers will use their products and services, how they expect you to serve them, and the way they are most comfortable communicating with you – this will help you determine how to best serve them.

2. Improve First Contact Resolution (FCR)

FCR improvement ranks high on the list of call center best practices, and for a good reason.

Almost 90% of customers are frustrated when they have to repeat their questions to multiple customer service representatives, according to a recent Accenture survey.

FCR gauges your team’s efficiency in resolving customer issues and complaints on the first attempt, with no additional follow-ups needed.

Start by identifying simple problems that can possibly be solved right away instead of those that might take a bit more time (some technical problems).

3. Get a Unified Omnichannel Service

A good omnichannel cloud contact center offers capabilities to connect you with customers on their preferred channel, whether that be via phone, webchat, email, social media, or self-service.

Remember that people want to communicate through the channel that works best for them, at the time and location that is convenient for them.

At the same time, people expect the best service from all channels. If data sources and applications are siloed and unintegrated, customers will get vastly different experiences across channels.

A successful omnichannel contact center software such as KrispCall ensures that mobile apps, websites, text messaging, chat, emails, and agent desktops work together seamlessly.

4. Use Customer Journey Mapping

Using customer journey mapping, you can visualize the processes, needs, and perceptions of your customers as they interact and relate with your company.

When you cross-reference journey maps with core metrics, you can gain a deeper understanding of your customer experience and identify where opportunities and problems exist.

Customer journey maps are useful when it comes to improving customer experience now, envisioning the future, and driving organizational change.

5. Make Use of Integrations

As important as it is to connect your customers to the right agents, it is equally essential your agents have the appropriate customer information on hand.

Having information right on hand helps your agent better prepare when a call comes in and resolve problems quicker. But how do you do it? The answer is simple: integration.

Also Read: How Cloud Telephony-CRM Integration Benefits Your Business?

A good business cloud telephony solution like KrispCall is capable of integrating with the software, especially your CRM system, your organization, and your team is using.

As a result, everyone’s job will be made easier, and the workflow will be improved.

6. Support and Train Your Agents

It’s critical that agents receive ongoing support, whether it comes in the form of coaching techniques, workshops, or the right tools.

Be proactive in gathering feedback from your agents to keep up with their challenges. After you collect their input, don’t sit on the sidelines.

Act on their feedback to make them feel heard. Provide them regular training on product knowledge, soft skills, and proper documentation, so they don’t have to put customers on hold to solve top issues.

Also Read: 5 Essential Training Required for a Call Center Agent

7. Review Available Metrics Frequently and Use Them for Insight

Identifying the key performance indicators for your contact center that align with your business objectives is a good way to maintain high-level performance.

Metrics like Response rates, general customer satisfaction, resolution times, and more can help you have an insight into the effectiveness of your performance.

Take these factors into account to influence your decisions. When your customers’ needs increase, increase shifts, offer better information sourcing, and display these metrics and KPIs to help the team focus on the goal.

If you know what matters, share it and make sure the team works toward the same goal.

8. Encourage Customer Feedback

Today’s technology allows you to receive quick, anonymous responses from customers after resolving a problem.

This can provide insights into how your employees interact with your customers on a daily basis, as well as the processes you use.

Customers will never hesitate to provide business feedback to let them know if their performance is below par. Using customer feedback management you can easily track the feedback activities to plan futuristic better sales and service scripts.

Choosing the right communication channels like KrispCall can connect with your customers via various channels and help to gather actionable feedback just after every communication.

9. Move To The Cloud

The new post-pandemic era has accelerated the shift of contact centers to the cloud. Reports have indicated that by 2025, the cloud-based contact center market is likely to reach $44.86 billion.

The benefits are even more evident now, as contact centers focus on improving the customer experience.

Moving to the cloud helps businesses automate, personalize and optimize customers’ engagement so that their products and services are tailored directly to the customers’ preferences.

10. Leverage Automation

There are a number of automation features you can now tap into to enhance your contact center.
Self-service capabilities enable customers to conduct routine tasks over the phone themselves and clarify their needs for more personalized service.

Imagine how much time both your customers and agents will save with a feature like this.
A good call center software solution helps to handle common questions faster, reduces hold times, and automatically routes calls to agents who are well-equipped to handle them.

Conclusion

Customer experience is a critical component that must be prioritized if you want to have an edge over the competition in the call center business.

The best practices mentioned here can make customers perceive your team differently and foster loyal, positive relationships that last for a long time.

In addition to the aforementioned tips, businesses also need a reliable communication platform to have proper two-way communication with customers. And KrispCall is a reliable tool to do that. It not just offers a reliable telephony platform but also comes with several other advanced features that help to establish effective communication with the clients and customers and deliver them reliable service.

The most important of all has to be its unified callbox feature, which accommodates all the conversational details with a customer in a single window. Further, it flaunts other handy features like call recording, auto attendant, automatic call distribution (ACD), call transfer, intelligent call routing, etc. With all these features at its disposal, KrispCall assists you in providing seamless customer service.

To learn more about how KrispCall, one of the best online call center software can help your contact center to improve customer experience, you can Schedule a Free KrispCall demo now.

Arun Chaudhary
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